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Customer Experience Optimisation

Utilise the world’s first realtime analytics solution for continuous customer experience optimisation. Harness data from all
customer interaction channels, CRM and Virtual Assistants and combine with live context to deliver personalised and consistent
customer experiences.

Analyse the customer journey across all touchpoints, combine with speech and text analytics and adapt your servicing strategies and workflows in realtime.

Turn insight into Action

Surveys indicate that only 15% of organisations believe their current analytics capabilities meet their needs. Siloes, legacy platforms and lack of realtime capabilities are at the core of the issue. Our cloud native solution integrates realtime, historical and predictive analytics and mediates across siloed channels, allowing journeys to be orchestrated, discovered and analysed in mixed vendor environments. Our streaming analytics prepares you for the future when IoT becomes key to delivering superior customer experiences.

Our Products And Services

Core Analytics
Platform

Our core platform provides scalable realtime data ingestion, processing and enrichment capabilities along with data caching, business rules and deep integration with cloud-based AI and ML services. Bi-directional integration is provided with key Contact Center, CRM and Virtual Assistant providers to ingest data and adapt their workflows in realtime. This is combined with an integrated visualisation environment optimised for unified realtime, historical and predictive analytics alongside a rich KPI framework.
In addition to out of the box integrations with Contact Center, CRM and Virtual assistant platforms, our APIs and open architecture facilitates rapid delivery of custom integrations.

Amazon Connect Reporting and Analytics

Built upon our core platforms capabilities, our dedicated solution for Amazon Connect provides rich analytics to complement the powerful features provided by Amazon Connect. Our features include journey orchestration, next best action and interactive dashboards for Lex, contact flow and customer journey analytics. Realtime analytics can be enriched with Salesforce data to personalise experiences based on customer segments, demographics and location in addition to live context via IoT integrations. Our multi-vendor capabilities provide analytics across on-premise and Connect to facilitate seamless Cloud migration.

Site Reliability Engineering

Delve deep into underlying Unified Communication and Contact Center platforms and gain realtime visibility into critical KPIs and system health across your entire solution. Understand the operational status and health of the solution from the perspective of each component. Get alerted to anomalies in critical system elements including IVR, SIP Application, Call Recorders and Orchestration Servers.
Produce analytics based on multi event correlations and enrich these with external sources. Combine these analytics with operational metrics from microservice architectures and integrate with industry standard SRE technology stacks.

Integration

Joulica integrates with all leading contact center and CRM platforms, with our open APIs making custom integrations fast and straightforward. We can stream directly from the most widely used streaming technologies and deploy to either Kubernetes or Cloudfoundry. For SRE solutions, we integrate directly with Prometheus and Grafana.

Use Cases

Realtime Virtual Assistant Analytics

Analyse the realtime and historical performance of your Virtual assistant based services across all interaction channels. Use our analytics to adapt your workflows in realtime and instantly identify flows where intents are not recognised, CSAT is low or where high numbers of agent transfers are taking place. Detect patterns and get alerted to anomalies when critical KPIs are not being met. Correlate customer sentiment and CSAT on automated channels with other customer service analytics. Standardised integration with Amazon, Google, Oracle and IBM virtual assistant services.

Amazon Connect and Salesforce Service Cloud Analytics

Utilise our analytics to orchestrate cross channel journeys your Amazon Connect and Salesforce solution. Segment analytics in realtime by customer demographic, location, sentiment or other customer data. Embed our analytics in Salesforce and Amazon routing logic to orchestrate customer journeys across the solution.
Set KPIs for critical performance metrics or have them generated automatically based on machine learning based forecasting. Allow automation workflows to adapt automatically to anomalies such as a deterioration in customer satisfaction for high value customers.

Customer Journey Analytics

 Optimise end-to-end customer journeys in realtime. Enrich contact center analytics with context from web, mobile, enterprise and IoT data sources. Create custom analytics that flow across all touch points to dive deep into NPS and CSAT scores. Utilise our journey cache, rules environment and industry standard AI/ML to orchestrate rich and personalised customer journeys. Use our workflow and visualisation features to promote continuous and adaptive optimisation. Adapt servicing workflows in realtime based on external context based on our IoT integrations.

Our Customers

We are trusted by global organisations to deliver cloud-native mission critical solutions. Our existing customers including Fortune 50 organisations and operators of the largest call centers on the planet.

Successes and Latest News

Joulica’s R&D Initiatives Receives Funds

R&D initiatives in this company are co-funded by the European Regional Development Fund and Enterprise Ireland under the Border, Midland and Western Regional Operational Programme 2014-2020. Funded projects relate to realtime analytics R&D aimed at driving company development.

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